Understanding how the utilisation of a private 5G network in hotels would optimise operating processes and refine customer-centric services

Abstract

The purpose of this study is to understand how the utilisation of a private 5th generation communications network in hotels would optimise operating processes and refine customer-centric services. A qualitative approach to inquiry was adopted by the researcher in which online qualitative surveys were purposively distributed to the representative sample of 4-star and 5-star hotel general managers and interviews were conducted with the representative sample of information and communications technology professionals to strengthen the validity of the study. The results presented in this study were coded from the qualitative data gathered during the interviews and from the survey responses. This study concluded that enhanced service personalisation and optimised departmental process is possible through innovative 5G enabled Internet of Things devices. This research was limited to the opinions of selected samples since the technology is not available in Malta for observation. This study offers practical value since new technologies are required to improve hotel revenues and reduce costs for the long run, this would be possible if a private 5G network is set up to enable Internet of Things devices for the purpose of process automation and increased guest service personalisation. This study will discover how this process can be accomplished.